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Customer Support Lead
4 months ago
What we are looking for:
Who you are:
Engaged to represent our business, our work ethic and embody Our Values Eligible to work in the UK at the point of application Have your own transport / driving licenseYour Objectives:
Respond to customer enquiries and technical issues via remote support tools: phone: email: Teams Diagnose and troubleshoot software and hardware problems, guiding clients to resolution To assist customers with downloading upgrades: enabling new functionality and features Document and maintain accurate records associated with support Onboard customers on to Rialtas suite Advise correct use of software Investigate customer data to resolve support issues Identify and escalate where applicable support tickets that are training requirements Escalate and record software defects Assist with the development and improvement of support processes and documentation Lead and prioritise the Support team's work load, check tickets, distribute work amongst support team where required Develop and maintain standard support procedures and other documentation as required to ensure the continued development of the support service You will from time to time be required to undertake other duties of a similar nature as reasonably required by the business. To assist in the development of the support function, for example implementation of customer support portal. To compile and review support metrics in order to implement best practiceYour Skills / Background:
Excellent communication (written and verbal) skills – patient, friendly and logical manner is important Passionate about delivering exceptional customer service Computer literate in Microsoft Word, Excel, Microsoft Outlook, good Excel skills required Willingness to embrace change and proactively seek ways to improve and drive change in our current set up Ability to work well as an individual and as part of a team Experience of Software/IT Support Desk Experience of working in local government or in a software business – desirableA bit more about us:
Rialtas is the market leader in providing accounting and administrative solutions and services for local councils in England and Wales. Rialtas is proud to be part of the Harris Computer family, a provider of mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia, and Australia.
Location
Offices in Uffcott, Wroughton near Swindon which are easily accessible from both Junctions 15 and 16 on the M4. This role is primarily office based, with some potential to work remotely. The candidate may need to travel to client sites and to conferences (UK wide) from time to time.
Renumeration : Salary TBC, depending on experience, 37.5hrs per week.
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